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Explore the latest insights from WFM and contact center experts. Learn ways to make your team and customers happier through better workforce management.

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10 expert tips for a successful Workforce Management job interview
Workforce Management

10 expert tips for a successful Workforce Management job interview

John Bhairoo 6 min read
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Three top tips to improve your real-time adherence battle plan
Workforce Management

Three top tips to improve your real-time adherence battle plan

Charles Watson 4 min read
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Your call center forecast is probably missing this critical factor
Workforce Management

Your call center forecast is probably missing this critical factor

Charles Watson 4 min read
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[Podcast] Web Chat in Contact Centers: Pros, Cons, Technology & Staff Planning
Workforce Management

[Podcast] Web Chat in Contact Centers: Pros, Cons, Technology & Staff Planning

injixo 8 min read
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10 Daily Habits of Successful Workforce Planners - Part 2/2
Workforce Management

10 Daily Habits of Successful Workforce Planners - Part 2/2

Chris Dealy 3 min read
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Best Practices to Improve Your Omnichannel Customer Service
Workforce Management

Best Practices to Improve Your Omnichannel Customer Service

Maggie Klenke 6 min read
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10 Daily Habits of Successful Workforce Planners - Part 1/2
Workforce Management

10 Daily Habits of Successful Workforce Planners - Part 1/2

Chris Dealy 3 min read
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Is Customer Obsession a double edged sword?
Customer Service

Is Customer Obsession a double edged sword?

Carolyn Blunt 4 min read
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How to get the external data right for Workforce Management
Workforce Management

How to get the external data right for Workforce Management

Maggie Klenke 8 min read
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Reduce Agent Cost by Properly Managing Lost Time, Shrinkage & Idle Time
Workforce Management

Reduce Agent Cost by Properly Managing Lost Time, Shrinkage & Idle Time

Charles Watson 4 min read
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Rise Above the Average: The Importance of Measuring Variability
Workforce Management

Rise Above the Average: The Importance of Measuring Variability

Maggie Klenke 5 min read
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Contact Center Forecasting Fundamentals #1: How to Forecast Workload
Contact Center Forecasting Fundamentals #1: How to Forecast Workload
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How to Set up a Service Level Agreement (SLA) for Your Contact Center
How to Set up a Service Level Agreement (SLA) for Your Contact Center
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10 expert tips for a successful Workforce Management job interview
10 expert tips for a successful Workforce Management job interview
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Schedule Efficiency: Ways to Measure Success in Your Call Center
Schedule Efficiency: Ways to Measure Success in Your Call Center
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